Introduction : Xpresso Lube
• Xpresso Lube : Oil change station cum coffee bar.
• Entrepreneurial venture of Charlie Green.
• Started with the purpose of providing a unique,
pleasant and honest service to its customers.

Service Package
• SUPPORTING ACTIVITIES
– Location on a main street near the university
– University Automotive : transportation service to and from work, located behind Xpresso
Lube.
– Carpeted floors and numerous tables and chairs.
– Outside area covered for use in pleasant weather.
• FACILITATING GOODS
– Large waiting area converted to a coffee bar with a number of amenities.
– Stereo system for music.
– Current reading material appealing to different interests.
– Proximity to local shops like Half-Price book store, Wheatsville Coop Foodstore, Amy’s ice
cream, and Toy Joy.

• EXPLICIT SERVICES
– To and fro transportation services from work.
– Customers can see the problem with the technicians directly due to the
presence lift.
– Honest and reasonably charged services.
• IMPLICIT SERVICES
– Coffee area provide a different ambience from the waiting room.
– Music Bands to play in the evenings.
– Trust

Distinctive Characteristics
• CUSTOMER PARTICIPATION IN THE SERVICE PROCESS
– The customers can accompany the technician to the car to see the faults.
• SIMULTANEITY
– Oil changing services are created and consumed simultaneously
• PERISHABILITY
– Unoccupied seats in the coffee house at any instant.
– Unutilized time of a technician.
• INTANGIBILITY
– Customer satisfaction due to oil change with a coffee house experience attached.
• HETEROGENEITY
– Unique service for each customer.

• NATURE OF THE SERVICE ACT
– Tangible actions directed at the people as well as their
possessions.
• RELATIONSHIP WITH CUSTOMER
– Discrete Transactions
– No formal relationship
• CUSTOMIZATION & JUDGMENT
– Highly customized service characteristics
– Medium level judgments by customer contacts

• NATURE OF DEMAND & SUPPLY
– Demand fluctuation over time is low
– Peak demand can usually be met without major delay
• METHODS OF SERVICE DELIVERY
– Only single site service outlet
– Customer travels to service firm

Location’s Contribution
• Proximity to University Automotive :
Transportation service.
• Site on a main street near the university.
• Proximity to many local shops.

Value Adding Services
• Service+ auto mobile parts
• Services for two wheelers
• Service on wheel
• Membership service for regular customers.
• Reminders